Vape Collection Shop wants you to shop with confidence. If your order arrives damaged, defective, or incorrect, you are covered — contact us within 1 day (24 hours) of delivery and we will arrange a replacement, exchange, or refund. Because vapes are consumable, hygiene-sensitive products, opened or used items cannot be returned, and change-of-mind returns are not accepted. This page explains what qualifies, how to request a return, and how refunds work under UAE consumer protection law.
Last reviewed: August 2026 · Maintained by the Vape Collection Shop team · Adults 18+ only.
Return & Refund Policy at a Glance
- Report within 1 day (24 hours) of delivery for damaged, defective, or wrong items.
- Eligible: items that arrive damaged, faulty, or not as ordered.
- Not eligible: opened or used vapes, e-liquids, and pods (hygiene/health), and change-of-mind returns.
- Refunds are paid in cash within 1–3 business days once approved.
- Return shipping on non-fault returns is the customer's responsibility.
Which Items Can Be Returned
You can request a return, replacement, or refund if your item:
- Arrived damaged or broken in transit.
- Is defective or faulty on first use (for example, it does not power on or is dead on arrival).
- Is the wrong product, flavour, or variant compared with your order.
- Is incomplete — missing items from your order.
Eligible items should be unused and returned with their original packaging, accessories, and any free items. Please keep everything until your claim is resolved.
Which Items Cannot Be Returned
For health, hygiene, and safety reasons, the following are not eligible for return once delivered, unless they are faulty or incorrect:
- Opened or used disposable vapes, pods, and devices.
- Opened e-liquids or nicotine salts.
- Products with a broken seal or removed hygiene protection.
- Change-of-mind returns.
How to Request a Return or Refund
Starting a claim takes a couple of minutes. Contact us within 1 day (24 hours) of delivery and send:
- Your order number.
- Clear photos or a short video of the product and all packaging.
- A brief description of the issue.
Reach us through Customer Help, our contact page, or WhatsApp at +971 55 470 5152. Our team will review your claim and confirm the next steps, including a return address if the item needs to be sent back. Please do not send anything back before your return is approved.
How Refunds Work
Once we receive and inspect your returned item, or verify your claim from the photos provided, we will confirm whether it is approved. If approved:
- Refunds are paid in cash, for both card and Cash on Delivery orders.
- Processing time: refunds are completed within 1–3 business days of approval.
- Replacements or exchanges are dispatched once your claim is approved.
Return Shipping Costs
If a return is due to our error — a damaged, defective, or wrong item — we cover the return cost. For any other approved return, return shipping is the customer's responsibility, and delivery charges on the original order are non-refundable. Full delivery details are on our shipping policy page.
Order Cancellations
You can cancel or change an order before it is dispatched by contacting us as quickly as possible with your order number. Once an order has shipped, it can no longer be cancelled, but it may still qualify for a return if it meets the conditions above.
Your Consumer Rights in the UAE
This policy operates alongside your statutory rights under UAE law. Federal Law No. 15 of 2020 on Consumer Protection (as amended) gives consumers the right to a repair, replacement, or refund for defective goods, and is supervised by the UAE Ministry of Economy. You can read your rights on the official UAE Government consumer protection page, and complaints can be filed through the national portal at consumerrights.ae. Nothing in this policy limits those rights.
Return & Refund FAQs
Can I return a vape if I changed my mind?
No. Change-of-mind returns are not accepted, and opened or used vapes, pods, and e-liquids cannot be returned for hygiene and safety reasons. Damaged, defective, or incorrect items are always eligible.
My order arrived damaged or faulty. What do I do?
Contact us within 1 day (24 hours) of delivery with your order number, photos of the product and packaging, and a description of the issue. We will arrange a replacement, exchange, or refund.
How long do I have to report a problem?
Please report damaged, defective, or incorrect items within 1 day (24 hours) of delivery.
How and when will I be refunded?
Approved refunds are paid in cash, for both card and Cash on Delivery orders, within 1–3 business days of approval.
Who pays for return shipping?
If the return is due to our error, we cover it. For any other approved return, return shipping is the customer's responsibility, and the original delivery charge is non-refundable.
Need Help With a Return?
Our team is happy to help with any return, refund, or order question. Message us on WhatsApp at +971 55 470 5152, visit Customer Help, or read our FAQ. You can also confirm your product is original via our authenticity guarantee.